Complaints Policy

In this practice we take complaints very seriously indeed, and try to
ensure all patients are pleased with their experience of our service. When
patients complain, they are dealt with courteously and promptly, so the matter
is resolved as quickly as possible. This procedure is based on these
objectives.

Our aim is to react to complaints in the way in which we would want our
complaint about a service to be handled. We learn from every mistake we make,
and respond to patients’ concerns in a caring and sensitive way.

The person responsible for dealing with any complaint about the service
we provide is:

If a patient complains on the
telephone or at the reception desk, we will listen to his or her complaint and
offer to refer him or her to the Practice Manager immediately.If the practice Manager is not
available at the time, the patient will be told when he or she will be able to
talk to her, and arrangements will be made for this to happen. The member of
staff will take brief details of the complaint and pass them on. If we cannot
arrange this within a reasonable period or if the patient does not wish to wait
to discuss the matter, arrangements will be made for someone else to deal with
it.

If the patient complains in writing,
the letter will be immediately passed on to the Practice Manager.

If a complaint is about any aspect
of clinical care or associated charges, it will normally be referred to the
dentist concerned to deal with it. If the problem cannot be resolved, it will
be referred to the Clinical Director (Mr Simon Belford).

We will acknowledge the patient’s complaint in
writing and enclose a copy of this code of practice as soon as possible;
normally within two working days. We will seek to investigate the complaint
within ten working days of the complaint being received, to give an explanation
of the circumstances that led to the complaint. If the patient does not wish to
meet us, we will attempt to talk to him or her on the telephone. If we are
unable to investigate the complaint within ten working days we will notify the
patient, giving reasons for the delay and a likely period within which the
investigation will be completed.

We will confirm the decision about
the complaint to the patient in writing immediately after completing our
investigation.

Proper and comprehensive reports are
kept of any complaint received.

If patients are not satisfied with the result of our procedure, then a
complaint may be made to one of the following: